Utility Services Specialist

Summary Statement

The City of Boise manages billing for residential and commercial properties for sewer, trash, recycling, compost, pressure irrigation, and geothermal. We are looking for friendly customer services professionals to join our team as a Utility Services Specialist. This role:

• Courteously and professionally greets and responds to customer inquiries regarding utility services using the telephone, email, or face-to-face meetings
• Establishes and maintains customer accounts and processes payments

The City provides top notch healthcare for you and your family at little to no cost. Plus, an actual pension plan, 401k matching, a wellness program, tuition reimbursement, paid parental leave, and more. Imagine that.

Essential Functions

Responds with exceptional service to customer inquiries via telephone, email, or face-to-face meetings. Provides information verbally or in written form to customers regarding their accounts and updates general customer information accordingly.

Opens new utility accounts and collects deposits and payments. Establishes payment arrangements for delinquent accounts in accordance with department procedures. Enters payment information into applicable databases and software systems.

Adjusts customer accounts, researches discrepancies, and performs general account maintenance to ensure customers are accurately billed. Audits annual water updates for excessive or zero usage. Manages an assigned portfolio of delinquent accounts using department collection practices and procedures.

Locates delinquent debtors, sends delinquent notifications, and contacts debtors following commercially and legally acceptable collection practices. Interviews debtors to determine their ability to pay, negotiates acceptable payment arrangements, and monitors compliance with payment agreements.

Documents all accounts activity and maintains records of collections and status of accounts. Researches legal issues involving collection practices and recommends further legal action. Prepares legal forms to be used in involuntary collection procedures.

Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Requirements

Required Knowledge, Experience, And Training

• High school diploma or equivalent and
• 3 years of experience working in a call center or utility billing environment.

• general business office, bookkeeping, and telephone etiquette, equipment, and procedures;
• computer usage including related software;
• recordkeeping and filing practices; and
• general customer service techniques.

• perform accounting operations;
• communicate effectively with sometimes difficult customers and deal with frequent interruptions;
• plan, organize, and prioritize work assignments;
• interpret and explain regulations, policies, and procedures under adverse conditions;
• adjust to changing priorities in a fast-paced call center environment;
• communicate effectively in the English language at a level necessary for efficient job performance; and
• perform all essential functions as assigned by an authorized employee, supervisor, and/or manager with or without reasonable accommodation.

• Associate's degree in accounting, business administration, or a related field and
• 5 years of experience with first and/or third-party collections.

• bankruptcy law and related matters;
• billing rules, regulations and procedures;
• collection procedures and techniques;
• process serving regulations and practices and procedures of bankruptcy and district courts;
• Fair Debt Collection Practices and the Fair Credit Reporting Act;
• financial recordkeeping methods, including maintaining, adjusting, and making credits and debits to utility accounts; and
• fiscal recordkeeping.
• Ability to converse in Spanish.

• City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation
• Credit History Check

Working Conditions

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Efforts
While performing the duties of this job the employee is occasionally lifting/carrying up to 10 pounds. Also, the employee is rarely pushing/pulling up to 10 pounds. The noise level is always moderate. Work includes sensory ability to talk and hear. Work in this position also includes close vision. Employees will sit. Position requires hand/finger dexterity.

Working Environment